Tom is the CEO of Zendesk and is a member of its board. Previously, he was a partner at Permira in Menlo Park, focusing on technology investments. He also sits on the boards of Axiom, G2, Seismic, and Mimecast. Before Permira, he was President of Genesys where he spent over a decade spearheading strategic initiatives.
For years, CX organizations have struggled with a host of challenging issues: how to optimize teams, track agent performance, and deliver that holy grail of hyper-personalized service. Now, with advanced AI tools at the ready, they’re finally realizing these goals—and seeing results.
AI is reshaping the core structure of CX teams. It’s not just changing the way agents, admins, and leaders work—it’s upleveling those roles entirely. By 2027, AI will power all channels, resolve 100% of queries, and act as a full-fledged member of the team who’s capable of reasoning and decision-making in real time. This transformation has already begun. AI today is empowering teams to focus on the higher-value initiatives that drive long-term success and Zendesk customers are leading the way., freeing human agents to focus on delivering a higher level of service through product advice and skincare consultations. They’re building such strong relationships that customers often ask for their favorite agent by name. Taskrabbit is another example: by deploying AI to manage 100% of all incoming chats, they’ve freed up resources to focus on longer-term strategy initiatives, all whileAI enhances your ability to produce scalable, high quality customer service precisely where it’s needed most. The timing couldn’t be better. With customer interactions set to increase fivefold and two-thirds of CX leaders predicting leaner teams, AI-powered CX isn’t just the future—it’s the present. Companies must act now to harness both the immediate benefits of AI and the long-term advantages it will continue to deliver.As AI’s influence grows, it will drive immense value for both customers and businesses. To fully capitalize on this momentum, leaders must channel their innovation efforts into key areas that will accelerate the transformation needed for long-term success.Now is the time to take a step back and evaluate the entire customer experience—from front-end touchpoints to back-end processes. This means reimagining roles, reassessing workflows, software, and customer interactions. Assess whether your current system can seamlessly integrate with AI or if outdated software is holding you back. By optimizing the experience for the latest AI tools available today, you can realize immediate benefits while laying the groundwork for future growth.Upgrade outdated chatbots into AI agents, using the power of generative AI to deliver seamless and intelligent first-touch experiences. Explore the potential of Voice AI to enhance traditional phone systems and beyond. And when customers reach human agents, boost their ability to deliver higher-quality, more efficient service with the help of AI co-pilots.Build more agility into your team by using AI to stabilize staffing and reduce costs, even during high-volume periods. AI enables faster onboarding by triaging problems upfront, allowing agents to get up to speed more quickly. UrbanStems, for example, is leveraging AI toAI’s core capabilities are already here—ready to drive real impact for your customer service team and your business. Start now to realize immediate value and lay the groundwork to evolve quickly as AI’s capabilities mature and grow.Standing still is not an option. If you’re planning for AI transformation, Zendesk has the tools, vision, and deep expertise to ensure that businesses capitalize on AI’s promise. And we’ve identified the major changes thatThe future of CX is already unfolding, and those who act decisively will define it. Let’s lead the way.
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